Your rights and responsibilities
When using our services, customers agree to abide by our terms of service, which are designed to ensure a fair, reliable, and secure experience for everyone on our network. These terms cover several key areas.
Timely payments. Customers are responsible for paying invoices by the due date specified on their bill. Late or missed payments may result in service restrictions, suspension, or additional charges, so it’s important to stay on top of your account and get in touch with us early if you’re experiencing payment difficulties.
Responsible usage. Our network is built to deliver fast, reliable connectivity to all our customers, and we ask that everyone uses their connection responsibly. This means not engaging in activities that could disrupt the network, compromise its security, or negatively affect service for other users, such as illegal file sharing, hacking attempts, or excessive usage that breaches fair use policies.
Compliance with legal requirements. Customers must use our services in line with all applicable UK laws and regulations. This includes refraining from using the connection for any unlawful activity, respecting data protection and privacy legislation, and cooperating with any legitimate requests from regulatory or law enforcement bodies where required.
Keeping your details up to date. Keeping your contact and billing information current is essential for smooth service delivery. Outdated details can lead to missed communications, delayed billing, or disruptions if we need to reach you about your account, planned maintenance, or urgent network issues. You can update your information at any time through your account portal or by contacting our support team directly.
Our complaints procedure. We understand that issues can sometimes arise, and we’re committed to resolving them fairly, transparently, and efficiently. If you have a concern about your service, billing, or any other aspect of your account, our dedicated support team is on hand to investigate and work towards a resolution as quickly as possible. If you’re not satisfied with the outcome, our complaints procedure sets out clear steps for escalation, ensuring every customer’s concerns are heard and addressed properly.
By adhering to these terms, customers help us maintain a high-quality, secure, and dependable service for the whole Exascale community.